At Mainstay Hotels, we strive to provide exceptional service and ensure our guests have a pleasant experience. This Refund and Returns Policy outlines the conditions under which refunds can be requested and the procedures for returning services. By booking with us, you agree to the terms of this policy.
1. Reservations and Cancellations
Reservation Confirmation: Reservations are confirmed upon receipt of payment. Please review your booking details carefully to ensure accuracy.
Cancellation Policy:
Standard Rooms and Suites: Cancellations must be made at least 48 hours prior to the check-in date to receive a full refund. Cancellations made within 48 hours of check-in will be charged one night’s stay.
Group Bookings and Special Events: Cancellations must be made at least 7 days prior to the check-in date to receive a full refund. Cancellations made within 7 days of check-in will be charged 50% of the total booking amount.
2. Early Departure
Non-Refundable Policy: Early departures are considered cancellations and are non-refundable. Guests will be charged for the full length of the booked stay.
3. No-Show Policy
Full Charge: If you do not show up for your reservation without prior notice, you will be charged for the entire stay as booked.
4. Special Circumstances
Medical Emergencies: In the event of a medical emergency, please contact us immediately. We may offer a refund or reschedule your stay at our discretion, subject to verification.
Force Majeure: If your stay is affected by unforeseen events such as natural disasters, government actions, or other circumstances beyond our control, we will work with you to reschedule your stay or provide a refund.
5. Refund Process
Request Submission: To request a refund, please contact us at info@mainstay-hotels.com with your booking details and reason for cancellation.
Processing Time: Refunds will be processed within 7-10 business days after receiving your request. The amount will be credited to the original payment method.
Partial Refunds: In cases where a partial refund is applicable, the amount will be calculated based on the terms outlined in this policy.
6. Payment Issues
Overcharges and Errors: If you believe there has been an error or overcharge, please contact us immediately. We will investigate the issue and, if validated, process a refund within 7-10 business days.
Disputed Charges: For any disputed charges, please contact us directly at info@mainstay-hotels.com. We will work with you to resolve the matter promptly.
7. Service Complaints
Guest Satisfaction: Your satisfaction is important to us. If you are dissatisfied with any aspect of your stay, please notify the front desk during your stay so we can address and resolve the issue.
Post-Stay Complaints: For complaints received after check-out, please email us at info@mainstay-hotels.com. We will review your concerns and determine if a refund or compensation is appropriate.
8. Contact Information
For any questions or assistance regarding our Refund and Returns Policy, please contact us at:
Mainstay Hotels reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on our website and will take effect immediately.
Thank you for choosing Mainstay Hotels. We are committed to providing you with exceptional service and ensuring your satisfaction. If you have any questions or need further assistance, please do not hesitate to contact us.
